Which of the following resources are critical for a successful implementation? (Choose five.)

A successful ServiceNow Field Service Management (FSM) implementation relies on the direct involvement of key operational and technical stakeholders. The Field Service Manager, Agent, Dispatcher, and Qualifier are the core personas who perform the day-to-day FSM functions. Their input is critical for process definition, requirements gathering, user acceptance testing, and overall adoption. The System Administrator is the essential technical resource responsible for configuring, customizing, and maintaining the platform to support the defined field service processes. These five roles represent the foundational team for a successful FSM deployment.

A. Chief Executive Officer: The CEO provides high-level executive sponsorship and vision, but is not a hands-on resource critical to the technical and process-level details of an FSM implementation.
B. Customer Service Agent: While Customer Service Agents often create the initial cases that lead to work orders, they are part of the upstream Customer Service Management (CSM) process, not core FSM implementation resources.
D. Chief Information Officer: The CIO provides strategic IT governance and sponsorship, ensuring alignment with enterprise architecture, but is not directly involved in the day-to-day implementation tasks.

1. ServiceNow Product Documentation - "Components installed with Field Service Management": This document explicitly lists the user roles created with the FSM application, which directly correspond to the key resources. These include snfsmmanager (Manager), snfsmagent (Agent), snfsmdispatcher (Dispatcher), and snfsmqualifier (Qualifier). The System Administrator (admin) is the fundamental role required to install and configure these components.

Source: ServiceNow Product Documentation, Tokyo Release, Document ID: 0c5c2d50933202102c7592218bba10e2.

2. ServiceNow Now Learning - "Field Service Management (FSM) Fundamentals" Course: This official training course outlines the key personas involved in the FSM lifecycle. The curriculum is structured around the distinct responsibilities of the Qualifier, Dispatcher, Agent, and Manager, identifying them as the primary stakeholders for a successful implementation. The System Administrator's role in setup and configuration is a foundational concept throughout ServiceNow training.

Source: ServiceNow Now Learning, Course "Field Service Management (FSM) Fundamentals", Module: "Field Service Management Personas".